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Cork Institute of Technology
Bachelor of Science in Computing in Information
Technology Support – Award
(KITSU_7_Y3)
Summer 2008
Computer Services Management
(Time: 3 Hours)
Answer FIVE questions All questions carry equal marks
Examiners: Ms. N. Gubbins Mr. J. Greenslade Mr. J. Walsh
IT Management and Department Structures
1 (a) Discuss the key goals of the following team clusters within IT Operations:
(i) Release Cluster (ii) Service Cluster (iii) Infrastructure Cluster (iv) Support Cluster (v) Operations Cluster (vi) Partner Cluster (vii) Security Cluster (14 marks)
1 (b) What are the advantages and disadvantages of using the Centralised Administration model of System Administration? (6 marks)
Facilities Management/Backup and Recovery Procedures
2 (a) What is a Disaster Recovery Plan? (2 marks)
2 (b) Describe the four main steps in implementing a Disaster Recover Plan. (4 marks)
2 (c) Describe in detail how to implement a data backup strategy within an organization. (14 marks)
Software and Hardware Assessment and Selection
3 (a) Describe the common mistakes made in Software Selection. (6 marks)
3 (b) Describe a software selection methodology.and discuss how this methodology would address the problem areas described in 3 (a). (14 marks)
Project Management
4 (a) Describe the organising and controlling phases of the project management process. (7 marks)
4 (b) Discuss some strategies for effective team leadership and outline some guidelines for Project Leaders. (7 marks)
4 (c) What are the main selection criteria for project teams? (6 marks)
Project Management Methodology
5 (a) Outline the Prince2 process model. (6 marks)
5 (b) What is PMBOK? Explain the difference between a Project Management Methodology and an Applications Development Methodology. (6 marks)
5 (c) What is a Project Infrastructure? Describe the five main components of a Project Infrastructure. (8 marks)
Quality and Reliability
6 (a) What is Software Quality? Why can Software Quality be problematical? (4 marks)
6 (b) What are the primary causes for the failure of complex IT projects? (7 marks)
6 (c) Why should Quality Management and Project Management be kept separate? (4 marks)
6 (d) Explain the importance of Software Configuration Management. (5 marks)
